Lilium

Review: I went to Lilium NYC 11/**/2013 (like I have many times in the past) with 35+ people for my fiance's birthday. We got two bottles - one of which I was responsible for paying for. I was told the bottle would be $350 - there was no mention of gratuity being included, nor was I shown a menu or any writing that would indicate that such a charge would be added automatically. I am generally very generous with tipping since I have worked in the restaurant business myself. However, NEVER have I experienced such terrible service and disrespect. Like I said - I have, on many occasions, celebrated birthday parties at this place and have never had an issue in the past. But this time was different. First, they charged at least 5 friends (that I know of) a cover charge of $20 even though they clearly told me that the bottles that we purchased would get them in free of charge. Second, they continuously brushed me off and scoffed at me any time I asked a question - not to mention that I never saw my waitress after the bottle arrived. In fact, I walked around for 10 minutes trying to figure out where I pay for the bottle (since they had my ID and credit card). When I was finally paying for the bottle, they allowed my fiance to go behind the bar to give her credit card, but when I followed two bouncers physically pushed me back and told me to wait there. When I said that my fiance was right there, one of the employees had the gall to tell me "she clearly chose to be there over here with you". I remind you that this employee was talking about my fiance. This was extremely upsetting!I am still very upset by this experience and am especially disappointed because my past experiences have been positive. We brought this business a lot of business - my most recent visit as well as in the past - to be treated this way is simply unacceptable!Desired Settlement: I paid 440+ dollars for a bottle (and that's in addition to other bottles and drinks that my friends purchased the same night). I feel that such poor service should be met with a refund. I would be happy to return to Lilium if they show remorse for the unacceptable behavior displayed. Otherwise, I will not return and the $440 will be minuscule compared to the amount that I will be spending at other bars.

Business

Response:

The following is in response to the customer's complaint:

All bottle service and/or parties of eight or more automatically includes 18% gratuity; such is stipulated in print on the bottom of every receipt and is notated within the menu as well. Furthermore, it is protocol to circle the added gratuity on the itemized bill that is provided to the customer when he/she is ready to pay; such procedure was followed. In addition, prior to entry the customer signed a table agreement form which clearly stipulates that 18% gratuity and tax are applied on top of of the bottle minimum. All table reservations require such executed agreements before admission specifically to avoid issues like this; copies of their ID and credit card are always made as well.

We indeed have a cover charge, and like most venues, the charge is only exempt for a certain number of people per each bottle purchased. The customer's group had exceeded it's limit of people to be associated with the table for free, therefore some were charged. This was verbalized to the customer prior to his agreement to purchase the table in which he acknowledged.

Upon closing their bill, the customer's fiance did settle the check with the server in the service station. This area is prohibited to customer's unless permission is granted. The customer attempted to enter the room several times, despite our security politely informing him that he was not permitted. As trained, our security guard did not let him through, however, never was he physical of verbally aggressive towards the customer.

It is displeasing to hear that the customer experienced poor service over the course of the evening, especially considering that as a business, we pride ourselves on excellent service. Regarding that specific matter, I will contact the customer and apologize directly along with reimbursing him for the gratuity that was charged.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,